Last month, Scambook was featured in a Reuters article about the new era of customer service relations and consumer complaint resolution. Writer Mitch Lipka reached out to Kase Chong, our director of marketing, as well as a consumer and a business owner who each used Scambook to resolve a complaint dispute.
“I had tried to contact this company five times prior and heard nothing,” Madison Mabin, a 22 year-old Michigan woman, told Lipka. “Within two weeks, I had accomplished what would have taken long over two months.”
“From a business point of view, [Scambook] gives us an opportunity to show that we did this, we did that … then say, regardless, here’s your money and it’s resolved,” said Oscar Amar, a Toronto business owner. “It’s not like other websites where people just rant.”
Marketing Director Kase Chong clarified Scambook’s neutral position in complaint resolution. “We don’t want to punish the business,” he told the Reuters journalist. Chong explained that Scambook Business Resolves offers businesses a vital opportunity to improve their online reputation with consumers.
Excerpts: Are the new dispute-resolution sites on your side?
When Madison Mabin never received some shirts she had ordered online, she called and emailed the company’s customer service department multiple times, but to no avail.
Since the 22-year-old Rockford, Michigan, resident was not getting anywhere on her own, she posted a complaint on a new dispute-resolution website called Scambook. The difference was immediate.
Scambook contacted her within a couple of days to get additional information and then informed the company of the complaint. Less than two weeks after that, she got her money back.
Direct dispute-resolution support for consumers has existed for a long time – from the business-supported Better Business Bureau, state and local consumer affairs offices and attorneys general, and even similar sites like PlanetFeedback, which has been around for more than a decade. But given the sheer numbers of customers complaining publicly on Facebook and Twitter, these avenues obviously have not been good enough.
Because complaints usually appear on social media without being reviewed, the surge in online dispute-resolution options makes sense to John Breyault, a consumer advocate and vice president of the National Consumers League. “It’s to everyone’s advantage to have yet another angle,” he said.
However, some businesses have had satisfactory experiences with the sites.
Oscar Amar, owner of Advantage Laser Center in Toronto, received an email from Scambook about an unhappy customer a couple of months ago. He says he worked with the website to interact with the woman and ended up offering her a full refund and getting the complaint removed.
Read the full Reuters article here.
Do You Have a Scambook Story to Share?
Has Scambook resolved your complaint? What do you think of Mitcha Lipka’s article about the “new wave” of complaint resolution sites? Share your thoughts in the comments below!